Airlines Airports Ground Handlers Passenger Processing

Simple

Data and Platforms

Nearly 7 in 10 travelers are comfortable with biometric scanning at airports. Over 60% would choose digital checkpoints.

Trustable

Communications

79% of passengers are now ready for digital identities on their phones, a digital travel wallet. That’s up from 75% in 2024. 79% are willing to share their identity before their journey even begins.

Sustainable

Applications

Nearly 9 out of 10 are ready to pay extra to fly more sustainably. Why? Because they want their journeys to matter for the world as well as themselves.

Passenger IT Insights 2025

Got data? Got solutions!

Our Travelers’ Voice, SITA Passenger IT Insights 2025 is a data-powered roadmap for aviation and digital travel.

 

Get the data you need

Top 5 passenger experience trends

Shorter queues, smoother journeys

Passengers want lines that move faster than their morning coffee disappears. Use automation, digital ID, and smart systems so travel flows like it should.

Peace of mind all the way

Passengers want their journey and data to feel as safe as their favorite app login. Make info, baggage, and biometric systems clear, intuitive, and trustworthy.

Baggage they can actually relax about

Passengers want bags they only notice at the carousel. Close the gaps with predictive tracking, mobile updates, and integrated reconciliation so bags never steal the spotlight.

Travel on their terms

Passengers want control and convenience at their fingertips. Deliver fully digital journeys from check-in to arrival and let them steer from devices they already love.

Sustainable travel that works

Passengers want choices that actually matter. Show impact, offer real options, and run smarter, low-emission operations that keep the journey effortless.

We asked.

Passengers answered.

7,500 people. 25 countries. 4 regions. 1 industry in motion.

We’ve been in aviation (almost) since the beginning. Today we work with 2,500 customers and 1,000 airports worldwide. Each year we ask passengers what they want. Then we help our customers make it happen.

And what do passengers expect? Travel that is simple, trustable, and sustainable. Think about how you order pizza from your couch. Tap, confirm, done. That’s the vision.

As clear as that.

Download the full report

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